Certificate III in Business (Customer Engagement)

This unit describes skills and knowledge required to apply critical thinking skills to generate solutions to workplace problems in a team environment. The unit applies to individuals who are required to develop and extend their critical and creative thinking skills to different issues and situations.

These individuals apply a range of problem solving, evaluation and analytical skills to resolve workplace issues within a team context. 

This unit describes the skills and knowledge required to advocate for and feel empowered about personal wellbeing in the workplace. It involves developing and applying basic knowledge of factors that may influence wellbeing, both positively and negatively.

The unit applies to those in a range of industry and workplace contexts, who work under direct supervision. It may also apply to learners who are preparing to enter the workforce. 

This unit describes the skills and knowledge required to measure, support and find opportunities to improve the sustainability of work practices. The unit applies to individuals, working under supervision or guidance, who are required to follow workplace procedures and instructions.

These individuals work in an environmentally sustainable manner within scope of competency, authority and own level of responsibility. 

This unit describes the skills and knowledge required to recognise and interact productively with diverse groups of individuals in the workplace. It covers responding to and working effectively with individual differences that might be encountered during the course of work.

The unit applies to individuals who work in a variety of contexts where they will be expected to interact with diverse groups of individuals. They may also provide some leadership and guidance to others and have some limited responsibility for the output of others. 

This unit describes the skills and knowledge required to assist with implementing and monitoring an organisation’s work health and safety (WHS) policies, procedures and programs as part of a small work team. The unit applies to individuals who have roles in assisting with maintaining workplace safety in an organisation.

Individuals closely monitor aspects of work associated with the safe delivery of products and services, and they contribute to influencing safety in the workplace. 

This unit describes the skills and knowledge required to communicate (through written, oral and nonverbal form) in the workplace within an industry. This unit applies to a wide range of workers, but has a specific focus on the communication skills required for workers with limited responsibility for others. 

This unit describes the skills and knowledge required to plan, draft and finalise a simple document. The unit applies to individuals who administer a broad range of competencies in various work contexts and may exercise some discretion and judgement to produce a range of simple documents. 

This unit describes the skills and knowledge required to design and produce electronic presentations using various applications and platforms. The unit applies to individuals employed in a range of work environments who design electronic presentations.

They may work as individuals providing administrative support within an enterprise, or may be responsible for production of their own electronic presentations. 

This unit describes the skills and knowledge required to undertake a minor project or a section of a larger project. It covers developing a project plan, administering and monitoring the project, finalising the project and reviewing the project to identify lessons learned for application to future projects.

The unit applies to individuals who play a significant role in ensuring a project meets timelines, quality standards, budgetary limits and other requirements set for the project. No licensing, legislative or certification requirements apply to this unit at the time of publication.

This unit describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service. The unit applies to those who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate knowledge of customer service. They provide technical advice and support to customers over short or long-term interactions.

This unit describes the performance outcomes, skills and knowledge required to develop and maintain relationships with business customers by identifying customer needs and improving outcomes. It applies to individuals working in customer service roles in a diverse range of wholesale businesses. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures.

This unit describes skills and knowledge required to handle complaints from customers. The unit applies to those who apply a broad range of competencies and may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.

This unit describes the performance outcomes, skills and knowledge required to support the implementation of marking and promotional activities. It applies to individuals working in frontline sales roles in a diverse range of industry sectors and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.